Star Pass repare missing

I made a purchase yesterday around 17:40 in the game store, I bought the star pass for 10,000 gems and ended up not receiving any star pass and losing the 10,000 gems. In addition, the offer of the star pass for 10,000 gems disappeared from the store since I had already purchased it but ended up not receiving it. I would like a refund of the 10,000 gems or to receive my purchase (Star Pass). I have been waiting for any response from support since yesterday and have not received any. I am sending attachments that covered the purchase. I appreciate and await the response and the quick correction of this problem. Thank you.